Manager, Service Delivery

3 weeks ago

Greater Calgary Metropolitan Area, Canada SmartLayer Business Solutions Full time

SmartLayer Business Solutions (www.smartlayer.ca) is an independently-run computing and technology consulting company, which provides customized and high-quality services. We offer IT consulting, managed services, asset management, system design and installation, custom software and web development services, and training and user support services.

SmartLayer creates and implements high-level, lasting services in order to help your business achieve peak efficiency. We give practical, personalized solutions to your computing problems, in the form of custom software, cloud implementation, consulting, or whatever else may be needed.


Summary:

The Manager, Service Delivery will be responsible for overseeing all service delivery and client service operations for our MSP, ensuring high-quality service to our clients and efficient operational management. The individual will lead the service delivery team, manage client relationships, and drive the overall operational strategy. This role requires a strategic thinker with a strong background in IT services and excellent leadership skills.


Key Responsibilities:

Service Delivery Management:

  • Oversee and manage the daily operations of the service delivery team.
  • Ensure all IT services are delivered to clients efficiently and meet agreed SLAs (Service Level Agreements).
  • Implement best practices and continuous improvement processes to enhance service delivery.


Client Service Operations:

  • Maintain and enhance relationships with clients, ensuring their needs are met and expectations exceeded.
  • Address and resolve any client issues or escalations promptly and effectively.
  • Conduct regular client satisfaction surveys and implement feedback to improve service quality.


Team Leadership:

  • Lead, mentor, and develop the service delivery team to ensure high performance and professional growth.
  • Foster a collaborative and positive team culture.
  • Conduct regular performance reviews and provide constructive feedback.


Operational Strategy and Planning:

  • Develop and implement operational strategies that align with the company's goals and objectives.
  • Monitor and report on key performance indicators (KPIs) related to service delivery and client satisfaction.
  • Prepare and manage budgets, ensuring cost-effective operations.


Project Management:

  • Oversee and manage IT projects, ensuring they are delivered on time, within scope, and budget.
  • Coordinate with different departments to ensure seamless project execution.


Business Development:

  • Identify opportunities to expand services and grow the client base.
  • Collaborate with the sales team to develop proposals and presentations for potential clients.
  • Participate in industry events and networking to promote the company’s services.


Qualifications:

  • Bachelor’s degree in Information Technology, Business Management, or related field. A Master’s degree or relevant certifications (e.g., PMP, ITIL) are a plus.
  • Minimum of 7-10 years of experience in IT service delivery, with at least 3-5 years in a management role.
  • Proven experience in managing client relationships and delivering high-quality IT services.
  • Strong leadership and team management skills.
  • Excellent communication, negotiation, and problem-solving abilities.
  • Strategic thinker with the ability to implement operational improvements.
  • Proficiency in IT service management tools and software.


Competencies:

  • Client-focused mindset.
  • Strong analytical and decision-making skills.
  • Ability to manage multiple priorities in a fast-paced environment.
  • Excellent organizational and time-management skills.
  • High level of integrity and professional ethics.


Benefits:

  • Competitive salary and performance-based bonuses.
  • Health, dental, and vision insurance.
  • Professional development and training opportunities.


If you meet the requirements, please apply with your latest resume.

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